Tahir Khansaheb

Incident Manager @BAE Systems

Preston, GB

Working directly with suppliers to manage SLAs, KPIs and Incidents. Working with the supplier implementing new processes to reduce number of re-opened incidents. Chairing daily meetings with both the customer and supplier managing the service and ensuring the service is being provided at a high level. Working with help desk to improve their customer satisfaction surveys and ensuring the correct processes are being followed when negative feedback is received.Liaising with engineers and tower leads to manage aged incidents and incidents not updated in 7+ 14+ and 30+ days helping to reduce from over 60 incidents not updated in 60 days down to 0, 14+ down to 0 and 7+ down to 50.Analysis of incidents to categorise why they have breached SLA and liaising with the supplier to help fix their processes. Quality checking of incidents raised by helpdesk and checking 2nd/3rd line incident management and quality. Testing ServiceNow upgrades. Developed and implemented incident governance policies and procedures to manage and respond to incidents in a timely and effective manner.Identified and prioritized incidents based on their impact on business operations and customers, and escalated as necessary to ensure timely resolution.Coordinated incident response activities across different teams and stakeholders, including IT support, security teams, and business stakeholders.Established communication protocols to keep stakeholders informed of incident status, impact, and resolution progress.Ensured that all incidents were documented in accordance with organizational standards, including root cause analysis and remediation plans.Conducted ongoing monitoring and evaluation of incident governance processes to identify areas for improvement and implement corrective actions as needed.Provided incident governance training and education to employees and stakeholders to ensure consistent understanding and application of incident management policies and procedures.

Runshaw College

BTEC in IT Practitioners